# Issuetrak Reviews **Vendor:** Issuetrak **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.1/5.0 **Total Reviews:** 63 ## About Issuetrak At Issuetrak, we’re dedicated to helping organizations achieve greater customer success with ticket tracking. If you’ve struggled to keep important user requests from slipping through the cracks, Issuetrak is here to help. We specialize in help desk, issue tracking, workflow, customer support, and complaint management. And with easy onboarding, custom configuration, and ongoing 99% rated support, your teams will be sure to knock out support requests and master workflow success. Our customizable software is a fit for hundreds of different industries and usages, from customer support to compliance to change management. Issuetrak helps businesses like yours track tickets, issues, and requests from submission to resolution and make sure no request gets lost or misplaced. Streamline your day-to-day processes and operations with workflow and reporting tools that bring visibility and accountability to your team. With Issuetrak you’ll cut down on wasted time and money, improve customer service, and increase communication among team members. Automation, Reporting, Custom Forms, Alerts, Workflows, and More: Automation that helps your team work faster and smarter Easy, omnichannel issue submission via email, mobile, web portal, or webform At-a-glance dashboard metrics plus detailed, customizable reporting Custom forms and user-defined fields to fit your unique organization Task management and workflow branching to keep everyone on track Add-on modules to meet specific needs: Asset Management for storing and reviewing information on your team’s assets Active Directory integration for improved organization and security Billing module for generating invoices, inputting billable time, and more Surveys module to gather and implement customer feedback and improve customer success! ## Issuetrak Reviews ### 1. Efficient Ticket Management with Excellent Time Tracking **Rating:** 5.0/5.0 stars **Reviewed by:** Theresa H. | Sr. AnswerHub Specialist, Staffing and Recruiting, Mid-Market (51-1000 emp.) **Reviewed Date:** April 21, 2026 **What do you like best about Issuetrak?** I find Issuetrak very easy for passing tickets back and forth between departments and appreciate being able to read all notes on how issues are resolved or what the status is. I love the time tracking feature, which allows me to see how long a ticket has been opened, and I can easily search for tickets by keywords, submitter, or dates to locate a ticket and check its status. Additionally, the integration with Gmail is really helpful as it generates tickets from emails and logs voicemails into the inbox as tickets. **What do you dislike about Issuetrak?** I wish that it was a little quicker when selecting the IssueType before it moves to the next screen. **What problems is Issuetrak solving and how is that benefiting you?** I use Issuetrak for logging and tracking tickets, which helps track issues and their resolution times. It's easy to pass tickets between departments and view statuses and notes. I love the time tracking and integration with Gmail for generating tickets from emails. ### 2. Extremely Satisfied **Rating:** 5.0/5.0 stars **Reviewed by:** Dakota F. | Senior Network Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** April 22, 2022 **What do you like best about Issuetrak?** Issuetrak is one of the best ticketing systems that I've used. The search function for previous tickets is a great Knowledge Base for recurring issues and fixes as long as the tickets are documented properly. **What do you dislike about Issuetrak?** This could have been on our end, but with a large amount of tickets, searching through old ones could take quite a bit of time. It's not a deal-breaker but a speedy search would be appreciated! **What problems is Issuetrak solving and how is that benefiting you?** Issuetrak works great for documenting issues, referencing said issues as well as providing a metric that can be presented to boards and executives for budget increases or issues. ### 3. IssueTrak’s Help Desk software has been a great benefit to our organization. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Electrical/Electronic Manufacturing | Enterprise (> 1000 emp.) **Reviewed Date:** January 08, 2018 **What do you like best about Issuetrak?** The Reports section is highly utilized and cherished for it provides us with Summery Reports and a Report Writer for our own Queries. **What do you dislike about Issuetrak?** We have had a few hiccups with the email notifications not sending. **Recommendations to others considering Issuetrak:** It is highly customizable and allows us to be more efficient in tracking issues with our end users. Excellent product with excellent support staff!!! **What problems is Issuetrak solving and how is that benefiting you?** It is highly customizable and allows us to be more efficient in tracking issues with our end users. The software is very stable and we rarely need support but in those few instances that we do, we always receive excellent support and guidance. There are a number of features that are extremely useful. The Quick Search and Advance Search options provides the ability to find information quickly. The Reports section is highly utilized and cherished for it provides us with Summery Reports and a Report Writer for our own Queries. The Email Notifications keep everyone in constant communications. Excellent product with excellent support staff!!! ### 4. A Decent Tool for Escalations **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** November 24, 2017 **What do you like best about Issuetrak?** I work in a call center, and I like the way it categorizes the different issues when you have an escalation that can't be handled during the initial phone call with the customer. At least at my company, there's a category for pretty much every problem you can think of. I will say that it is better categorized than other tools I've used here. And I'm sure that helps get the issues directed to the correct departments better too. (I've only used it to escalate. I've never closed an IssueTrak ticket.) **What do you dislike about Issuetrak?** Sometimes we'll get customers that want to compliment or make a complaint another employee. For a long time, IssueTrak was our primary tool for doing this, through the Feedback section. This could just be the way my company programmed IssueTrak, but a lot of times we couldn't find the employee in IssueTrak to assign the complaint properly. I would find the employee in our employee database no problem, but I just couldn't pull them in the Feedback tool. **Recommendations to others considering Issuetrak:** I would say that most of my problems with IssueTrak are less on IssueTrak and more on how my company uses. I've seen a lot of people close my IssueTrak escalations without properly investigating. And I think the problems I have finding employees in the Feedback tool is likely due to how the employees are programmed into the IssueTrak database by my own company (like people who are there being listed multiple times). So just be careful as to how you program IssueTrak and how you use it. It can be very useful and helpful if programmed and used properly. **What problems is Issuetrak solving and how is that benefiting you?** There's a wide range of business problems we've used IssueTrak to solve. Some examples include payments being applied incorrectly or getting lost entirely, technicians forgetting equipment during service calls or installs, damage claims, and both positive and negative feedback on specific employees. I'll be honest, with my role in this process, I don't always see the end result of the IssueTrak ticket I put in. It is supposed to Email me when the ticket is closed, but that doesn't always happen. I have seen several accounts where billing issues like missing or misapplied payments got resolved successfully when the investigative process was started through an IssueTrak. I would say that tends to be where this tool is the most successful for us. I've seen damage claims resolved this way too, but those are less common than billing problems. ### 5. IssueTrak for incident management **Rating:** 3.5/5.0 stars **Reviewed by:** Pete P. | IT Operations Manager and IT Service Manager, Defense & Space, Enterprise (> 1000 emp.) **Reviewed Date:** September 05, 2017 **What do you like best about Issuetrak?** Was inexpensive and very easy to setup and use. Straight forward displays and easy to tailor with user defined fields. Easy to create the format for "ticket". I like the Quick Picks, which are like ticket templates, thus making it easy for the helpdesk to to choose the right one and have a number of items pre-filled. Simple Knowledge base is also easy to use and append files to. We were able to configure SLAs and metrics in it. **What do you dislike about Issuetrak?** Does not support ITIL processes well. We do "change management" in it with change tickets, and that works fine. Problem management does not really fit so well and you cannot link incidents to problem tickets or known error records. **Recommendations to others considering Issuetrak:** Determine you ITIL needs, if you don't need a highly "ITIL--ready" tool, then this is a very good ticketing system at a good price. **What problems is Issuetrak solving and how is that benefiting you?** We use this in our IT support role. We have a helpdesk that initiates most tickets and an IT tech team that resolves them. ### 6. Issuetrak services **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** January 31, 2018 **What do you like best about Issuetrak?** This software manages issues that need to be tracked and kept up with flawlessly **What do you dislike about Issuetrak?** It requires a lot time time to create new issues **Recommendations to others considering Issuetrak:** This will help you keep track of service related issues, call-in and requests with ease. **What problems is Issuetrak solving and how is that benefiting you?** It allows me to communicate swiftly and professionally with clients and provide good customer service. ### 7. Review of IssueTrak **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** July 12, 2017 **What do you like best about Issuetrak?** I like you are able to track tickets and get information to other departments we don't have phone contact with for our customers. I work in tech support for Charter communications and it makes it much easier to assist customers and get information quickly **What do you dislike about Issuetrak?** It often times doesn't pre populate where it has to be routed to, and all the different areas and division we work with makes it incredibly difficult to get it correctly routed. It could also be simplified more, there is definitely a learning curve when you first start using the program. **What problems is Issuetrak solving and how is that benefiting you?** Solving customer campaign issues, billing concerns, technician feedback, damage claims to customer's property, collection and payment services issues. It has a lot of benefits, it allows us to do our job more efficiently, while ensuring customers get contacted back about their issues. ### 8. Issuetrak for healthcare **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** January 31, 2018 **What do you like best about Issuetrak?** Issuetrak allows for multiple teams to utilize and for easy assigning of tasks **What do you dislike about Issuetrak?** Layout of charts on open issues makes it difficult to see where open tickets are **What problems is Issuetrak solving and how is that benefiting you?** Issues that internal users are having ### 9. Satisfied **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Enterprise (> 1000 emp.) **Reviewed Date:** October 19, 2017 **What do you like best about Issuetrak?** The custom reporting capabilities. Our organization can pull or automate reports per client. **What do you dislike about Issuetrak?** User interface could use an update. It is simple but it looks a bit dated. **Recommendations to others considering Issuetrak:** Works great for a call center environment **What problems is Issuetrak solving and how is that benefiting you?** Tracking customer issues, compliments, and savings ### 10. Issuetrak **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** July 14, 2017 **What do you like best about Issuetrak?** That we can submit information to other departments/people for review **What do you dislike about Issuetrak?** On occasion the site with close out or error when trying to submit the tickets **What problems is Issuetrak solving and how is that benefiting you?** Being able to provide useful information to customers as well as employees ### 11. Simply useful **Rating:** 3.5/5.0 stars **Reviewed by:** Brigitte A. | System Support Specialist, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** December 22, 2016 **What do you like best about Issuetrak?** It is simple and web-based. Has clean look, and easy to maneuver. Able to keep up with fast paced environment. **What do you dislike about Issuetrak?** Would like more custom reporting for turn around time and more options for the dashboard - so that it is more easy on the eyes.. **Recommendations to others considering Issuetrak:** Its a great simple tool, but dont expect customizations, or custom reporting. **What problems is Issuetrak solving and how is that benefiting you?** We use this software to keep track of issues - works very well to research reoccuring issues and to see who is the star tech with closing issues. ### 12. Issuetrak **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** July 24, 2017 **What do you like best about Issuetrak?** I can sort by multiple options within different tabs and I can see easily who the feedback is assigned to and who created the ticket **What do you dislike about Issuetrak?** Sometimes there's to many tabs for one form to fill out **What problems is Issuetrak solving and how is that benefiting you?** Feedback to employees where they can acknowledge ### 13. Very easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Entertainment | Enterprise (> 1000 emp.) **Reviewed Date:** July 18, 2017 **What do you like best about Issuetrak?** It's very easy to use and if your missing something it tells you exactly what to add. **What do you dislike about Issuetrak?** The one thing thag sometimes is annoying is the new time zone feature. **What problems is Issuetrak solving and how is that benefiting you?** Payment issues, tech issues, missing equipment, escalated issues. ### 14. Issuetrak **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Insurance | Small-Business (50 or fewer emp.) **Reviewed Date:** May 01, 2017 **What do you like best about Issuetrak?** The ability to integrate this application with insisting software is quite good. This makes the software useful when you already have existing processes. **What do you dislike about Issuetrak?** The initial process of setting up is probably the only issue I saw any bugs during the configuration process. **What problems is Issuetrak solving and how is that benefiting you?** I only worked with the program when I was in the ecommerce ticketing world in which we were working across multiple platforms. Other software we saw couldn't integrate as well. ### 15. Simplistic yet very functional Help Desk Software! **Rating:** 5.0/5.0 stars **Reviewed by:** Christopher P. | Technical Support, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** June 23, 2016 **What do you like best about Issuetrak?** Their REST based API allows our team to utilize our own software's interface to create tickets directly inside of IssueTrak. Alternatively, users can also email in their tickets in case they cannot reach the software. The best part about this is that we can have their user information tied to the ticket, meaning we do not have to dig and hope that we can tell *who* submitted the ticket! **What do you dislike about Issuetrak?** The only thing I would like to see less of is new windows. In Chrome, when opening various links within the software, it opens a whole new Chrome window instead of opening a new tab or just taking me straight to that page versus opening a new window/tab. **Recommendations to others considering Issuetrak:** Upon implementation, try to do as much administration configuration (ie, additional fields, status types, projects, issue templates, etc.) so that your users are not required to do data correction in the future. Also, make sure to reach out to IssueTrak with any questions you may have! **What problems is Issuetrak solving and how is that benefiting you?** It has solved our failure to keep up with all of the customer communications. We started being able to respond to customers more efficiently using IssueTrak, even though we don't use it to it's fullest potential! We dropped response time drastically. The number of opened tickets has dropped drastically over the course of the years. Thanks to the support from IssueTrak, we learned that we were misusing the software during a training session that assisted us with a ton of duplicate tickets. ### 16. Useful **Rating:** 3.0/5.0 stars **Reviewed by:** Denise C. | User Support Technician, Computer Networking, Small-Business (50 or fewer emp.) **Reviewed Date:** April 21, 2017 **What do you like best about Issuetrak?** The fact that I do not have to have continuous updates for the app **What do you dislike about Issuetrak?** The interface is sometimes difficult to use. **Recommendations to others considering Issuetrak:** na **What problems is Issuetrak solving and how is that benefiting you?** Support for clients ### 17. Problems solved easily **Rating:** 3.5/5.0 stars **Reviewed by:** Sheryl C. | Educational Diagnostician, Education Management, Mid-Market (51-1000 emp.) **Reviewed Date:** January 12, 2017 **What do you like best about Issuetrak?** The ease of which tickets can be resolved and also monitored for progress. This helps in the case of miscommunication or system glitches. **What do you dislike about Issuetrak?** I would hope that the number of tickets that can be tracked at one time will increase. **What problems is Issuetrak solving and how is that benefiting you?** Anywhere from equipment functioning to technical input of software. The benefits of this program is that it can be applied to a number of issues. ### 18. Exemplary! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 30, 2016 **What do you like best about Issuetrak?** The product is robust yet intuitive. The feature set covers almost anything one could need out of a tracking product and the optional modules cover ancillary needs in exceptional fashion. The support staff is exemplary and clearly demonstrate an intimate knowledge of the product. **What do you dislike about Issuetrak?** Initial setup can be a bit esoteric. Staging the product may require getting acclimated to certain terms and language exclusive to the product. Also, different facets within the product maybe dependent on other facets which may not be readily obvious during the initial configuration. **Recommendations to others considering Issuetrak:** The product is exceptional. **What problems is Issuetrak solving and how is that benefiting you?** When we outgrew our internally developed ticketing system we were referred to IssueTrak by industry colleagues. Migrating to a purpose-built product facilitated all aspects of our ticketing process. Streamlining the submission, assignment, and reporting process has been instrumental in granting a greater insight into how effective we are as a department and an organization as a whole. ### 19. Issue Trak is amazing **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 16, 2016 **What do you like best about Issuetrak?** Email to ticket, organizing the trouble tickets, next action ticket to individuals and reporting. Setup was simple and effective to managing my IT Department and Lock Desk at this Mortgage company. **What do you dislike about Issuetrak?** I don't like to having to purchase a license for each individual I want to have the ability to pass on tickets to others as this reduces the effectiveness of getting the tickets in front of the proper person in a timely basis. Most important issue is giving users a direct link to access the system and submit tickets as the security level is minimal. The software needs to be updated to a tier 3 / layer 3 capabilities so they can securely access via a website and have the data back in the DMZ protected. **Recommendations to others considering Issuetrak:** This will require a clear project in mind before getting Issuetrak experts to help you design it. Internal access is great, if you need tickets submitted from outside your network you will require the Email to ticket module setup. I thinks its best to get two individuals primarily evolved with setup and administering this software. Too many and too few that know the system was a problem in the beginning. **What problems is Issuetrak solving and how is that benefiting you?** Fast response time to helping 700 employees with computer issues and allow Loan officers to request Rate locks quickly and effectively. ### 20. Issuetrak HelpDesk **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Small-Business (50 or fewer emp.) **Reviewed Date:** June 16, 2016 **What do you like best about Issuetrak?** The ability to store existing users and be able to search for them. Also the ability to categorize the different jobs that are sent in. I like that we are able to directly communicate with customers compared to our previous desk where we simply logged our communications, whether through emails or calls. **What do you dislike about Issuetrak?** The very limited formatting of messages is inconvenient for the nature of my work. It would be nice to be able to use tables and graphics without having to attach files. In addition, the character limit when emailing the issue is too limiting as some of our email communication can get lengthy. **Recommendations to others considering Issuetrak:** IssueTrak is a powerful tool for overseeing the work that is being done in your company. It allows you to see the categories of products we have the most questions for compared to the least amount of questions. **What problems is Issuetrak solving and how is that benefiting you?** We are able to keep track of the data of our work. It allows us to see which areas receive more questions or have more issues compared with other areas. ### 21. IssueTrak review **Rating:** 3.5/5.0 stars **Reviewed by:** Ian H. | Network Administrator, Medical Devices, Mid-Market (51-1000 emp.) **Reviewed Date:** June 30, 2016 **What do you like best about Issuetrak?** The easy of setup and use was the best. It was easy to setup and deploy to the help desk and upgrades are very straight forward. I also would like to comment on their tech support because they are very quick and helpful when we did come across a problem. **What do you dislike about Issuetrak?** This is a pretty clear and consise tool so it met all of you needs. I guess the GUI could be a little better but other than the that, it is a solid product. **What problems is Issuetrak solving and how is that benefiting you?** We use this for our IT and facilities teams to track and follow issues that are happening in our company. ### 22. The power of Issuetrak **Rating:** 4.0/5.0 stars **Reviewed by:** Tom M. | General Manager, Machinery, Mid-Market (51-1000 emp.) **Reviewed Date:** June 21, 2016 **What do you like best about Issuetrak?** Issuetrak is a highly versatile tool that we have been able to adapt to many paper processes in our company They have done a wonderful job at re-vamping based upon customer input, and continue to craft a better product. Support and service is out of this world. **What do you dislike about Issuetrak?** Limited flexibility in a few ares, but these are being worked on. **What problems is Issuetrak solving and how is that benefiting you?** Reduction of paper processing through digital workflows. Emails keep those who need to know in the loop, and speed up our reaction time. ### 23. hosted user (for 10+ years), 300+ user accounts. one instance - **Rating:** 4.0/5.0 stars **Reviewed by:** Todd L. | Global IT Vendor Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 16, 2016 **What do you like best about Issuetrak?** fit for purpose - Simple vs overly complex Semi intuitive Highly scalable (regarding user volume) **What do you dislike about Issuetrak?** user display names vs user IDs Group ID vs Group Names ** both are problems when performing searches and building reports. Messaging is per instance - ideally messaging (outbound eMail notices) would be per inbound eMail address not per instance. Difficult to implement SLA funcationality **Recommendations to others considering Issuetrak:** Reporting is weakest link **What problems is Issuetrak solving and how is that benefiting you?** We have both internal support team and customer facing support groups using same tool. ### 24. I am product owner of the application for my organization **Rating:** 2.0/5.0 stars **Reviewed by:** Muzaffer L. | Sr. Manager Business Application, Chemicals, Mid-Market (51-1000 emp.) **Reviewed Date:** June 30, 2016 **What do you like best about Issuetrak?** It has a very simple interface and easy to learn on your own. You could setup task management very quickly **What do you dislike about Issuetrak?** It's integration layer is very old school and needs to be improved. also its capabilities to parse emails **What problems is Issuetrak solving and how is that benefiting you?** We are using Issuetrak to manage internal IT helpdesk tickets. ### 25. In the process of rolling out a new application using Issuetrak. Some things like developing screen **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** June 16, 2016 **What do you like best about Issuetrak?** Product is easy to use after a basic understanding is provided with setting up Organizational Structure. As stated earlier, developing screens is relatively easy. Don't need to rely on a technology resources. **What do you dislike about Issuetrak?** Need additional screen features such as the ability to have checkboxes, allow questions to be on left and right from a design viewpoint, and, provide more options for sorting in My Requests and more download capability throughout the application. **What problems is Issuetrak solving and how is that benefiting you?** Trying to use this as a tool to track client requests. Not rolled-out yet. ### 26. Issue Trak Review **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** June 21, 2016 **What do you like best about Issuetrak?** It can be a omprehensive solution ticketing system. It uses a external mailbox of the customer which allows the customer to control who will receive ticketing notification. This also allows versatility in managing the ticketing system. **What do you dislike about Issuetrak?** Very difficult to keep the replies to the same ticket. You have to train the whole organization how to reply to tickets on a continuous basis. **What problems is Issuetrak solving and how is that benefiting you?** We have been able to track outages at are call centers. This has allowed us to be more responsive. ### 27. So far, so good **Rating:** 5.0/5.0 stars **Reviewed by:** Bradd T. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 23, 2016 **What do you like best about Issuetrak?** Ease of use, intuitive interface, very helpful support **What do you dislike about Issuetrak?** Since we're in the implementation phase, nothing yet. **Recommendations to others considering Issuetrak:** If you're looking for a simple case tracking application, this will do the trick! **What problems is Issuetrak solving and how is that benefiting you?** We need a way for employees to quickly submit cases ### 28. Some critical processes need to be addressed. With that said, Issuetrak has lots of potential! **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Small-Business (50 or fewer emp.) **Reviewed Date:** June 21, 2016 **What do you like best about Issuetrak?** The overall UI is professional looking, without being BORING. Declaring "rules" allows us (the users) to control the outcome of major processes of a helpdesk system. **What do you dislike about Issuetrak?** Character limitations of any sort; the content rich editor is way too elementary. **Recommendations to others considering Issuetrak:** Non web based helpdesk systems have a lot of room for customization, security control, etc.--keep in mind that this type of system requires extensive validation. **What problems is Issuetrak solving and how is that benefiting you?** Our organization is now utilizing helpdesk-related statistics efficiently. ### 29. Very flexible for various workflow tracking. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Enterprise (> 1000 emp.) **Reviewed Date:** June 17, 2016 **What do you like best about Issuetrak?** At its core it is meant for Help Desk, but with good configuration can be used to track internal work flows. **What do you dislike about Issuetrak?** The permissions per user and group are not as detailed as needed at times. **What problems is Issuetrak solving and how is that benefiting you?** I have used IssueTrak for the general Help Desk solution, but also for tracking business workflows such as on boarding, recruitment, accounting processes and more. ### 30. Good Experience **Rating:** 3.5/5.0 stars **Reviewed by:** Nancy D. | CRM Coordinator, Information Services, Enterprise (> 1000 emp.) **Reviewed Date:** June 14, 2016 **What do you like best about Issuetrak?** ability and ease of tracking cases for internal purposes **What do you dislike about Issuetrak?** not linked to salesforce would like to have integration **What problems is Issuetrak solving and how is that benefiting you?** cases closing faster ### 31. Easy to use. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Semiconductors | Enterprise (> 1000 emp.) **Reviewed Date:** June 21, 2016 **What do you like best about Issuetrak?** Ease of use. Flexibility. User experience. User of User-defined fields. **What do you dislike about Issuetrak?** Nothing too much. We pretty much like the product as we are using it now. **Recommendations to others considering Issuetrak:** None that I can think of. **What problems is Issuetrak solving and how is that benefiting you?** Day-to-day issues regarding Oracle and Networking problems. ### 32. Great product that is simple and efficient **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** June 14, 2016 **What do you like best about Issuetrak?** Fast response, intuitive interface makes it easy to use **What do you dislike about Issuetrak?** Customization can be limited, but we haven't had too many problems with this. **Recommendations to others considering Issuetrak:** great product, reasonable price, good support. **What problems is Issuetrak solving and how is that benefiting you?** Tracking issues and running reports on RCA. ### 33. Issuetrak **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Enterprise (> 1000 emp.) **Reviewed Date:** June 21, 2016 **What do you like best about Issuetrak?** It tracks the issues very nicely. I am able to stay organized time wise with my entries. **What do you dislike about Issuetrak?** Nothing, no complaints about this product at all. **What problems is Issuetrak solving and how is that benefiting you?** Helps keep us better organized ### 34. Used it briefly for UCP of Birmingha, IT support **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** June 21, 2016 **What do you like best about Issuetrak?** Ease of use and integration with Active Directory **What do you dislike about Issuetrak?** Not enough email alerting and closed loop correspondence with end user. **What problems is Issuetrak solving and how is that benefiting you?** IT and building maintenance ### 35. IssueTrak is great! **Rating:** 5.0/5.0 stars **Reviewed by:** Sandi D. | Software Support Admin., Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** June 16, 2015 **What do you like best about Issuetrak?** The Support Team! These folks have it going on. I mean they get the job done with speed, professionalism, they are courteous and make you feel right at ease! I cannot say enough! **What do you dislike about Issuetrak?** I haven't ran into anything and we've been with IssueTrak for well over 3 years now. **Recommendations to others considering Issuetrak:** You have nothing to lose and everything to gain from going with IssueTrak. I looked for MONTHS trying this and that before finding these guys. We've been with them ever since. **What problems is Issuetrak solving and how is that benefiting you?** Cane Garden Software has clients that need to be able to enter issues associated with any problems that occur while running our software. These issues are sent out to our cell phones and then an e-mail is sent to our business emails, notifying us that someone is in need. It really helps our response times as well as keeps an accurate database of issues that are hanging & the closed ones as well. ### 36. Full featured issue tracking system **Rating:** 4.0/5.0 stars **Reviewed by:** Craig C. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 10, 2013 **What do you like best about Issuetrak?** Simple to use and maintain, and it is very flexible. Not a lot of work to maintain or upgrade the software. A lot of flexibility, as well as a good training site that offers good ideas on usage of the site for different applications. **What do you dislike about Issuetrak?** I don't think that the mobile version is that great. I'd love to see a true iOS/Android interface to deal with the system that actually takes advantage of touch and not just a minimalist web version. Also would love to be able to scan barcodes with it to aid in Asset Tracking. **Recommendations to others considering Issuetrak:** Try it out, easy implementation, **What problems is Issuetrak solving and how is that benefiting you?** Issue tracking, visibility, auditing, and knowledge base ### 37. IssueTrak Software **Rating:** 5.0/5.0 stars **Reviewed by:** Sandy G. | It Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 16, 2015 **What do you like best about Issuetrak?** Flexibility to use the features you need. Pricing scales to the needs of the organization. Perfect for tracking issues as well as project management capabilities. Does not require everyone connected to issues to be a paid user of the system. **What do you dislike about Issuetrak?** Takes awhile to set the system generated emails with the end users but that happens when you have the flexibility that the system offers. **Recommendations to others considering Issuetrak:** It is an awesome product. **What problems is Issuetrak solving and how is that benefiting you?** We have a new quoting software that we deployed and needed to be able to receive issues and be able to track those all the way through the software development process. Works great. We also use it for product project management and help desk issues. We are able to separate the two processes to our needs. **Official Response from Sarah R. Spangler:** > Hi Sandy, Thanks for taking the time to review IssueTrak! You mentioned it takes time to set up the system-generated emails, but the result is worth it. We strive to provide flexibility to let the software work the way you want it to. Sometimes this means it take a little work to handle the different situations you want to address. But, the end result is that the software adapts to your organization. Your organization does not need to change to work with the software. Sounds like you've got things under control, but if you ever need us, please don't hesitate to contact us at support@issuetrak.com. Best, Sarah ### 38. IssueTrak is an excellent product. **Rating:** 5.0/5.0 stars **Reviewed by:** Stephen G. | VP, Information Services, Banking, Mid-Market (51-1000 emp.) **Reviewed Date:** November 30, 2015 **What do you like best about Issuetrak?** IssueTrak is a consolidated system that allows us to track all of our user's help tickets in one location. The fact that it links to our email system and Active Directory make it very seamless for our end users. **What do you dislike about Issuetrak?** Can't really think of anything that we dislike **Recommendations to others considering Issuetrak:** Does what it says very simply and elegantly. **What problems is Issuetrak solving and how is that benefiting you?** Fast, complete resolution of end user issues and the ability to research when a similar problem recurs. ### 39. IssueTrak has really helped streamline, track and document our customer calls **Rating:** 4.5/5.0 stars **Reviewed by:** Kelli W. | Controller & Software Manager, Accounting, Small-Business (50 or fewer emp.) **Reviewed Date:** September 24, 2015 **What do you like best about Issuetrak?** Quick call setup, easy tracking and notification, quickly assign tasks that need to be addressed **What do you dislike about Issuetrak?** some of the search and reporting features seem "out dated" **What problems is Issuetrak solving and how is that benefiting you?** We have large volume of customer support calls that may need multiple people within the organization to address. IssueTrak not only increased productivity but ensured that all customer's issues were being properly followed up on. ### 40. IssueTrak at ERC **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 09, 2015 **What do you like best about Issuetrak?** We like how easy IssueTrak is to use and configure. WIth very little learning curve, we were able to set up the system to work for our business. The users love it as well, as the input is fast and easy. They have to crank out hundreds of tickets a day, and I can't see it getting any more efficient than IssueTrak. **What do you dislike about Issuetrak?** Honestly, I don't have any issues worth noting. If anything has every come up, the support staff has always been nothing but helpful. Even when the issue is on my end, they work hard to help me fix it. **Recommendations to others considering Issuetrak:** Make it yours. The more we configured it to our environment, the better it got. **What problems is Issuetrak solving and how is that benefiting you?** We maintain and operate roadway/tunnels. All incidences and events must be logged via a contract with the state. IssueTrak streamlined that process, which used to be done via text documents. **Official Response from Hank Luhring:** > Thank you taking the time to write a review. It's great to hear your comments about how fast the app is to enter issues! All the best, Hank Luhring ### 41. IssueTrak is a solid support management tool. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Staffing and Recruiting | Mid-Market (51-1000 emp.) **Reviewed Date:** July 21, 2015 **What do you like best about Issuetrak?** IssueTrak allows us to manage our support requests along with managing and tracking our assets. One key area where IssueTrak has helped us is to monitor when equipment needs to be replaced. It also helps to share information across the helpdesk users. **What do you dislike about Issuetrak?** The GUI is a little dated compared to other products and it would be nice to see some additional mobile features. **Recommendations to others considering Issuetrak:** Look past the user interface and give it a try. **What problems is Issuetrak solving and how is that benefiting you?** We have moved many of our paper requests in to IssueTrak allowing various departments to eliminate paper and improve request tracking. Our employees and customers love the ability to go to one place and request **Official Response from Hank Luhring:** > We appreciate you taking the time to write a review. We're glad that IssueTrak is allowing you to improve request tracking across multiple departments. We take your comments about the GUI to heart and we are working on that as we speak. All the best, Hank Luhring ### 42. User-friendly help desk solution for any-sized business **Rating:** 4.5/5.0 stars **Reviewed by:** Maria B. | Director of Technology, Education Management, Mid-Market (51-1000 emp.) **Reviewed Date:** June 10, 2015 **What do you like best about Issuetrak?** The automated inventory of computers. Web-based interface that works great on mobile devices in the field. The custom reporting for end of year inventory is critical. **What do you dislike about Issuetrak?** We wish there was a way to search for printers and inventory the automatically. **Recommendations to others considering Issuetrak:** Support is excellent and available after hours. **What problems is Issuetrak solving and how is that benefiting you?** Our help desk tickets are organized in one location and can be used for tracking and reporting. Tickets can be tied to assets. LDAP makes user management simple. **Official Response from Hank Luhring:** > Thank you for your review, and we have taken note of your request to discover printers automatically. ### 43. Streamline customers issues **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Small-Business (50 or fewer emp.) **Reviewed Date:** November 17, 2015 **What do you like best about Issuetrak?** The reporting available is a nice feature. Also the knowledge base section is very user friendly. **What do you dislike about Issuetrak?** At the present time I don't have a dislike. **Recommendations to others considering Issuetrak:** remote access(not through 3rd party) **What problems is Issuetrak solving and how is that benefiting you?** The business process using Issue Trak is more effective and efficient than a spreadsheet. The ability to keep the customers updated on their issues via email is fantastic. ### 44. Issue Trak for Merchant Processing **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** September 25, 2015 **What do you like best about Issuetrak?** It allowed us to keep in contact with merchants and customers, tracking the issues from start to finish **What do you dislike about Issuetrak?** There was a bit of time used upon starting the program, we had to employ some part time data entry team in the beginning of the process **Recommendations to others considering Issuetrak:** Be sure to add all issues and track all aspects of the business **What problems is Issuetrak solving and how is that benefiting you?** Making sure that no issue is left unresolved. ### 45. Good Web Based Software... **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Medical Devices | Small-Business (50 or fewer emp.) **Reviewed Date:** June 09, 2015 **What do you like best about Issuetrak?** Being able to customize using your own company logo on the main start up screen. **What do you dislike about Issuetrak?** Every website that i go into has some kind of a ticker-tracker of how many has logged in to the site. IssueTrak does has this option or not available at all. **Recommendations to others considering Issuetrak:** n/a **What problems is Issuetrak solving and how is that benefiting you?** Medical and equipment issues. Customer can log in using their credentials to view reports on their old submissions. ### 46. Reliable, cost effective and meets our needs. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** June 09, 2015 **What do you like best about Issuetrak?** Email capabilities, ties to Active Directory and web login. **What do you dislike about Issuetrak?** Reports can be difficult to produce without much SQL knowledge. **Recommendations to others considering Issuetrak:** Reports can be difficult to run without SQL knowledge. Canned reports are good for analysis, but cannot be exported. Works with Google Apps for Education without issue. **What problems is Issuetrak solving and how is that benefiting you?** Public school, K-12 classroom, administrative and software based issues. Easily track priorities, team labor hours knowledge base. ### 47. IssueTrak **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Enterprise (> 1000 emp.) **Reviewed Date:** June 04, 2015 **What do you like best about Issuetrak?** the pricing structure is fair and the software is easy to implement. **What do you dislike about Issuetrak?** reporting in issuetrak is cumbersome and difficult. **What problems is Issuetrak solving and how is that benefiting you?** keeps track of people calling in for issues and it makes sure that we work them based on nagging business rules you can create. ### 48. Good for everday projects but not robust enough to manage projects involving complex assets **Rating:** 3.5/5.0 stars **Reviewed by:** Andrew G. | Senior Vice President, Marketing, Furniture, Enterprise (> 1000 emp.) **Reviewed Date:** June 03, 2015 **What do you like best about Issuetrak?** Ease and customization of the interface. Reporting tools for managers **What do you dislike about Issuetrak?** Not suited to serve as a marketing workflow tool **Recommendations to others considering Issuetrak:** Good for basic task management but not complex projects **What problems is Issuetrak solving and how is that benefiting you?** Marketing workflow and project management ### 49. Implementation of Request Management System **Rating:** 4.5/5.0 stars **Reviewed by:** Russell Q. | Manager, Customer Relations, Utilities, Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2014 **What do you like best about Issuetrak?** Many options for configuration enabled a well-received and effective implementation of the system. Very user-friendly as we have received a 94% end-user satisfaction rating since roll-out. **What do you dislike about Issuetrak?** Printing so that you get a full view of individual issues is problematic. Can do a huge dump to an Excel spreadsheet, but that is bulky and unmanageable. If I know a particular issue is going to be reviewed, I'll do a screen capture using Snagit, but that doesn't always print in a friendly format (if the issue has a lot of notes or tasks). **What problems is Issuetrak solving and how is that benefiting you?** We have centralized inquiries coming into our company through IssueTrak. Have maintained a SLA compliance percentage in the mid to high 90's. As I have already mentioned, internal satisfaction is high, and external user satisfaction is even higher (94% either somewhat or very satisfied with experience). ### 50. Simple to use **Rating:** 5.0/5.0 stars **Reviewed by:** Jason W. | IT Support, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** December 27, 2013 **What do you like best about Issuetrak?** It is easy to use, quick to set up and adjust to meet our needs. We like being able to create task workflows to allow different sets of tasks for differing paths to completed tasks. Support is always friendly and quick, with a vast selection of FAQs that can answer most of the common questions to situations that come up **What do you dislike about Issuetrak?** It would be nice to have an ability to have issues auto assign to person filling out the issue. Reports are not as user friendly as we would like I find it easier to run SQL to get many of the answers that I seek, but I am more comfortable in that then working through the predefined set up of IssueTrak. **What problems is Issuetrak solving and how is that benefiting you?** Finding and being able to show the business the users and processes that seem to require most of the IT staffs time. ## Issuetrak Discussions - [Where is your support team based?](https://www.g2.com/discussions/support-team) - 1 comment, 1 upvote - [What is required for installation?](https://www.g2.com/discussions/what-is-required-for-installation) - 2 comments, 1 upvote - [What kinds of businesses & industries are working with Issuetrak?](https://www.g2.com/discussions/755-industries-using-issuetrak) - 1 comment, 1 upvote - [What is Issuetrak used for?](https://www.g2.com/discussions/what-is-issuetrak-used-for) - 1 comment - [View Issuetrak pricing details and edition comparison](https://www.g2.com/products/issuetrak/reviews?section=pricing&secure%5Bexpires_at%5D=2026-06-03+13%3A44%3A12+-0500&secure%5Bsession_id%5D=56b651d7-6f74-4c1d-bae4-200bedf16c02&secure%5Btoken%5D=6d04e7a9741440c68a0789a2f01b68f7139b6101b40407250c249252ebca47a8&format=llm_user) ## Issuetrak Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Administration** - Change Management - Asset Management - Reports & Analytics **Monitoring** - Constant Monitoring - Timely Alerts - TIcket Accuracy - AI Monitoring **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Service Desk** - Help Desk - Incident Reports - Process Workflow **Management Tools** - Ticket Assignment - Standardization - Lifecycle Visualization **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Incident Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top Issuetrak Alternatives - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,592 reviews) - [TeamSupport](https://www.g2.com/products/teamsupport/reviews) - 4.4/5.0 (877 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,672 reviews)